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Verbal De-Escalation: Performance and Skills Are The Mosaic Art of CIT
Inspiring Hope Conference 2016 NAMI Delaware October 5, 2016
Sam Cochran, CIT International Chairperson email: [email protected]
Phone: 901-826-3833
Verbal De-Escalation: Performance and Skills Are The Mosaic Art of CIT
Inspiring Hope Conference 2016 NAMI Delaware – Dover, Delaware
October 5, 2016 Sam Cochran, CIT International Chairperson
email: [email protected] Phone: 901-826-3833
Verbal Communication Skills
De-escalation Strategies: The Four Plays
12 CIT Guardrails
Verbal De-escalation in Action
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Verbal Communication Skills
De-escalation Strategies: The Four Plays
12 CIT Guardrails
Verbal De-escalation in Action
Verbal De-Escalation Strategies: The Purpose
ü To enhance Skills and Guardrails
ü Training by means of STRATEGIES (4-Plays) Strategies are intended to enhance crisis deployment: Engaging De-escalation Skills and Verbal Guardrails as a STRATEGY performance
ü Building & Promoting CONFIDENCE - maximizing safety ü Scenario Training: Prompts attention to STRATEGY and
STRATEGY ADJUSTMENTS (Consideration)
Ø Accommodating changing conditions / circumstances
Verbal Communication Skills
De-escalation Strategies: The Four Plays
12 CIT Guardrails
Verbal De-escalation in Action
Basic Verbal De-Escalation Strategies:
Objectives and Goals
1. Teaching as a COACH
2. Introduce Officers to 4 de-escalation “PLAYS” 3. Developing a Game Playbook: STRATEGIES
4. Enhance Officer CONFIDENCE – practice, practice, practice
“ Sam’s Confidence Goat Slide ”
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What’s the “Never” Plan?
• Never too early to develop a plan
• Never a bad idea to assess or re-assess a plan
• Never too late to change a plan
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Ø Things Your Mother Taught You
WORDS = 7 %
Body Language & Tone of Voice = 93 %
Your Voice (tone) - the WAY something is said can be five times more important than WHAT is said.
Your tone
Your demeanor
Your projected sincerity
Be yourself
Fred had finesse and style.
But …
The true Master was Ms Ginger ü She did everything Fred did
ü Only backwards and in “high heels.”
That takes talent, tempo, patience, and determination.
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Listen – Listen – and Listen
• Non verbal is “verbal” – you and the consumer -
What does the Consumer see in you?
• Don’t ignore your thoughts, experiences, instincts, feelings, surroundings – listen carefully to the person who is in a crisis, but also, “listen” to yourself.
• You have time – does the Consumer see your “time” in your listening skills?
ü Planning and understanding the crisis event
q Setting Limits is part of Safety Procedures
q Every person’s crisis is different
q A person with mental illness MAY have a weapon or “instrument” for safety rather than an assault
Caution: Encounters to Avoid
Shouting — more shouting — and louder shouting
Moving suddenly -- giving rapid commands/orders
Forced discussion
Maintaining direct, continuous eye contact
Touching the person (unless necessary)
Crowding the person
Body or Verbal Language expressing anger, impatience or irritation
Assuming that a person who does not respond cannot hear
Using inflammatory language - “crazy” “psycho” “mental”
Challenging delusional or hallucinatory statements
Misleading the person
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Your Approach:
Addressing Crisis Issues / Circumstances
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“ Some people try to find things in this game that don't exist; but football is only two things - blocking and tackling. ”
Vince Lombardi
Some Basic Considerations
• Your “body language”& Voice: Calm (even tone) • Maintain distance / don’t “trap” – Officer Safety • Minimize stimulation (within the crisis) • One person talking -- speaking • Introduction – Consider using your first name • Short “simple” words / questions (sentences) • Give simple explanations and offer choices if possible • Give brief “concrete” instructions • Ask about voices / hallucinations (Delusions) • Ask about “ SLEEP ”
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Priorities: Points to Remember
• The Presence of “FEAR” MUST be addressed
ü Safety Is Always a Priority
• Best predictor of crisis issues are PAST engagements
• Substance Abuse may increase violence (risk) even when the individual is not high or withdrawing
• No or limited treatment may increase violence (risk) 15
Strategies
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Verbal De-escalation Strategies
Four Plays
Silent and Listen are spelled with the same letters
Major Sam Cochran, Retired
CIT International Chairperson
Phone: 901-826-3833
4 Verbal Crisis Plays
“Your Strategy Playbook”
• (1) Introduce / Greeting
• (2) Ask for the Person’s Name … “What’s your name or ….” • (3) Expressing to the person what you are seeing.
o Express the emotions you are seeing o What do you see? o Use the I word – “I can see you’re angry.”
• (4) Summarize … to be an “active listener” you should “summarize”
ü Communicating with the person in crisis ü Summarize the information that you have learned/obtained
Start: A Greeting or Introduction ü Be respectful and polite
ü Keep the “greeting or introduction simple”
§ (1) Introduce yourself / Greeting - (your style)
Hi. My name is Sam or Officer / Deputy Cochran
§ (2) Can you tell me your name?
Play Number 1 and 2
Verbal Crisis Plan: Things Your Mother Taught You
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Play Number 3
Express to the person what you are seeing … seeing the emotions — “emotional labeling”
Note: The “I” word helps to express personal interest and concern
o I can see you’re angry § I can hear from your words that you’re upset q I can see you're very angry v You seem to be upset Ø You appear to be confused – I would be too … circumstances
Consumer: Everyone is always bothering me – the devils take my money, I can’t get my case manager to do anything, I am getting kicked out of my apartment, the FBI is the cause of my phone problems, I don’t like taking my meds they make me sick. Nobody cares - it makes me angry!
§ Officer / Deputy Summary
ü (The engagement) -- “Okay, let me see if I understand you.
ü (The summary) -- You’ve told me that people are bothering you and that your case manager is not helping you. That your meds are hurting you because they make you feel sick. Did I understand you correctly?”
Play Number 4
Verbal Crisis Plan: Summarizing
Your Verbal Crisis Playbook
• (1) Introduce Yourself / Greeting
• (2) Ask for the Person’s Name … “What’s your name or …?” • (3) Expressing to the person what you are seeing.
o Express the emotions you are seeing o What do you see? o Use the I word – “I can see you’re angry.”
• (4) Summarize … to be an “active listener” you should “summarize”
ü Communicating with the person in crisis ü Summarize the information that you have learned/obtained
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Scenario One Play Number 1 and 2
• Dispatch: Check on possible EDP – Emotional Distressed Person
ü Description given to officer – “male” walking on the side of road/street (approximate location given)
ü Starting the scenario: Officer parks vehicle and approaches the male (person walking).
ü Officer should assume “partners” are with him/her (however, partners do not come into play during this scenario)
Scenario Two Play Number 1 and 2 and 3
• Dispatch: Complainant (male) called wanting to talk to Officer – complainant is possible an EDP (Emotional Distressed Person)
ü Starting the scenario: Officer knocks on door and is invited into house.
ü Officer should assume “partners” are with him/her (however, partners do not come into play during this scenario)
Scenario Three Play Number 1 and 2 and 3 and 4
• Dispatch: Person calls police stating their neighbor is acting strange and wishes police to check-on the man/woman.
ü Starting the scenario: Officer knocks on door and is invited into
house. ü Officer should assume “partners” are with him/her (however, partners
do not come into play during this scenario)
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Verbal De-escalation Strategies
Skills, Guardrails and Strategies = The Mosaic Art of CIT
“ Verbal De-Escalation: More than just a Textbook ” NAMI Delaware Conference
October 5, 2016 Sam Cochran, Chairperson: CIT International
email: [email protected] Phone: 901-826-3833
